Dashboard · CX Edge

Detect

Surface abnormalities and early signals across operations.

Successful Call %

76%

+3.2% vs prior

Successful Calls

27,957

+4.7% vs prior

Total Calls

36,800

+12.0% vs prior

Average Duration

27m 0s

+3.0% vs prior

Total Call Time

994k min

+5.1% vs prior

Not Picked Up

3,426

-1.8% vs prior

Upsell Attempt Rate

41%

+2.0% vs prior

Call Volume

Avg / Day

5,257.1

Weekly Change

12%

Toggle:

Upsell Attempt Rate

Avg / Day: 41%
WoW Change: +2.0%

Call Distribution by Hour

Pink shows all calls, red shows failed calls, and green shows successful calls.

Calls Call Failed Successful

Highest Share

3PM · 3.3%

Previous Week

3PM · 11.8%

Analyze

Use transcript signals to explain what changed and why.

Investigate

AI investigate any anomalies around chosen metrics and time range.

When	Intent	Caller	Status	Handle Time
Aug 3 · 2:22 PM C-1301	Enrollment enrollment	Alex R. (555) 014-3320	Successful	5m 18s
Summary Conversation I applied last week but can't find the assessment link. user I applied last week but can't find the assessment link. agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still enrollment. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.
Aug 2 · 10:15 AM C-1296	Enrollment enrollment	Maya S. (555) 019-7742	Needs Review	6m 27s
Summary Conversation Where do I upload my identity verification? user Where do I upload my identity verification? agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still enrollment. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.
Aug 2 · 8:50 AM C-1284	Enrollment enrollment	Sean P. (555) 012-8091	Successful	7m 36s
Summary Conversation Did my application actually go through? user Did my application actually go through? agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still enrollment. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.

When	Intent	Caller	Status	Handle Time
Aug 6 · 12:04 PM C-1308	Financing financing	Omar E. (555) 014-3320	Successful	5m 18s
Summary Conversation The assessment page crashes every time I submit. user The assessment page crashes every time I submit. agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still financing. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.
Aug 4 · 9:52 AM C-1272	Financing financing	Jade W. (555) 019-7742	Needs Review	6m 27s
Summary Conversation I paid but my dashboard still says Trial. user I paid but my dashboard still says Trial. agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still financing. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.
Aug 5 · 4:31 PM C-1297	Financing financing	Nina T. (555) 012-8091	Successful	7m 36s
Summary Conversation I've emailed three times about financing and no one replied. user I've emailed three times about financing and no one replied. agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still financing. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.

When	Intent	Caller	Status	Handle Time
Aug 7 · 11:18 AM C-1311	Career Services career services	Ben D. (555) 014-3320	Successful	5m 18s
Summary Conversation How do mock interviews work? user How do mock interviews work? agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still career services. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.
Aug 5 · 1:44 PM C-1292	Career Services career services	Ivy N. (555) 019-7742	Needs Review	6m 27s
Summary Conversation Do you help with resume reviews? user Do you help with resume reviews? agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still career services. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.

When	Intent	Caller	Status	Handle Time
Aug 3 · 7:12 PM C-1269	Curriculum curriculum	Tom C. (555) 014-3320	Successful	5m 18s
Summary Conversation Why does the syllabus say 16 weeks in one place and 20 in another? user Why does the syllabus say 16 weeks in one place and 20 in another? agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still curriculum. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.

When	Intent	Caller	Status	Handle Time
Aug 4 · 5:20 PM C-1287	Refund Policy refund policy	Ibrahim H. (555) 014-3320	Successful	5m 18s
Summary Conversation Admissions told me one thing, support told me another. user Admissions told me one thing, support told me another. agent Lorem ipsum dolor sit amet, consectetur adipiscing elit. I can help with that now. user Sed do eiusmod tempor incididunt ut labore. The main issue is still refund policy. agent Ut enim ad minim veniam, I checked the account and found the next best step. user Duis aute irure dolor in reprehenderit. Please send the confirmation after this call. agent Excepteur sint occaecat cupidatat non proident. I will send a summary and close the loop.

Frustrated Customers at Risk

Highest frustration scores with summaries for QA follow-up.

Nina T.
›
Resolved
No response from financing after multiple emails; created ticket and provided callback window.

Call ID

C-1297

Duration

335s

Sentiment

86.0/100

Recommended action

Set SLA for financing responses; add status auto-replies.

Call Recording
Omar E.
›
Escalated
Assessment page crashes on submit; captured error and escalated to engineering.

Call ID

C-1308

Duration

298s

Sentiment

83.0/100

Recommended action

Hotfix assessment submission; add fallback form.

Call Recording
Jade W.
›
Escalated
Payment posted, but dashboard entitlement stuck on Trial; transferred to billing.

Call ID

C-1272

Duration

276s

Sentiment

81.0/100

Recommended action

Add webhook retry for failed entitlement syncs.

Call Recording
Tom C.
›
Resolved
Conflicting program durations across documents; clarified correct value and filed doc fix.

Call ID

C-1269

Duration

262s

Sentiment

79.0/100

Recommended action

Unify program duration across docs; add content owner.

Call Recording

Size

Quantify impact in time, sentiment, and cost.

Incident Cost Impact

Estimate

Estimated revenue impact from a success-rate gap.

Weekly Impact

BPO: $0.95/min

$27,493

Increase in total handle time × BPO $/min = increase in cost

(28,940 min) × ($0.95) = $27,493

Impact Per Call

BPO: $0.95/min

$0.75

Increase in handle time per call × BPO $/min = increase per call

(0.79 min) × ($0.95) = $0.75

NPS / CSAT Impact

This week vs prior

Customer satisfaction signals aligned to operational changes.

CSAT

4.4

Increase 1%

out of 5

NPS

46

Increase 4%

out of 100

Average Wait Time

2m 20s

Increase 12%

vs last week

Sentiment

Avg Score: 83/100
WoW Change: +1%

Notify if average drops below

Miscellaneous

Supporting views and extra modules.

Conversation Flow Funnel

Caller retention through each stage of your preconfigured conversation flow.

Note

in User Info Collection.
Prioritise prompt tweaks or agent coaching here to improve conversion.

Compliance Misses

2

Policy or script adherence gaps detected for follow-up.

No Sensitive Data Collection
›
Escalated
2025-08-07T15:10:00Z

Asked For Full SSN

Call ID

C-1314

Duration

None

Sentiment

n/a

Severity: High

“Can you read me your Social Security number to verify?”

Recommendation

Mask requests for sensitive data and route to secure verification.

Call Recording
PCI Redaction
›
Escalated
2025-08-03T11:32:00Z

Card number requested on live call

Call ID

C-1261

Duration

None

Sentiment

n/a

Severity: Medium

“Please read the 16-digit card number on the front.”

Recommendation

Use secure payment link; block card number collection on voice.

Call Recording

Escalations

Week-over-week escalations and drivers.

This week

18

Trend vs prior

-12.0% vs prior

Top Reasons

Assessment Submission Errors 7
Billing Entitlement Sync 6
2FA Deliverability 4

Add Custom Metric

Define a question to evaluate per call and how to visualize it.

Question to evaluate per call

Type of metric

Preview

Enter a question and choose a metric type to preview.

CX Dashboard

Home

Detect

Call Volume

Upsell Attempt Rate

Call Distribution by Hour

Analyze

Investigate

Top Topics

Matching Calls

Top Questions

Frustrated Customers at Risk

Size

Incident Cost Impact

NPS / CSAT Impact

Sentiment

Miscellaneous

Conversation Flow Funnel

Compliance Misses

Escalations

Add Custom Metric

Voice AI Configuration